This study finds that factors relevant to service quality are better conceived as its antecedents rather than its components and that customer satisfaction strongly mediates the effect of service quality on behavioral intentions. The article discusses the application of this chronological framework in understanding and predicting service quality and its consequences. The study also finds that perceptions and measured disconfirmation offer several advantages over computed disconfirmation (i.e., difference scores), and that a cross-sectional measurement design for service quality is preferred to a longitudinal design. The article discusses the implications of these findings for practitioners and for future research on service quality.
Marketers realize that to retain customers, and to survive and grow, they must provide a high quality of service. Consequently, academic and managerial interest in service quality has been evident in the services marketing literature for the past several years. Critical conceptual and measurement issues related to service quality have been raised and researchers have begun to address them. However, past studies have found varying results with respect to some issues and other issues have not yet been addressed. This paper proposes and tests a comprehensive framework of service quality in an attempt to address these critical conceptual and measurement issues.
- Service quality,
- Customer satisfaction
Available at: http://works.bepress.com/c_david_shepherd/28/